City Glass & Upholstery Inc

In response to the customer complaint referenced above,
The customer came into City Glass and Upholstery on September 1st to schedule an appointment for a windshield replacement on her Honda CRVThe appointment was scheduled for September 7th at 10amAlthough we do not normally take payment
for the windshield replacement until after the work is completed she insisted to get the payment out of the wayWe charged her the $deductible for her insurance that dayOn September 7th, her appointment day, she did not show nor call to cancel her appointmentAt the end of the day on the 7th we were able to get ahold of her to reschedule for September the 8th at 8am, which she also did not show up for her appointment nor callAfter trying to get in contact it was not until September 27th that we were able to, once again, make another appointmentCity Glass tried to accommodate her as much as possible, by slipping her into the next day’s appointmentsIt had been arranged that she would drop off that afternoon and the windshield would be hopefully completed by pm the following dayWith unforeseen circumstances that the company had to face the day of the September 28th, the vehicle was not able to be done by 1pmThe customer picked up her car at 1pm on the 28th without the windshield being replaced
When the customer picked up her vehicle, City glass recommended she talk to her insurance to decide the next steps that she wanted to take, rescheduling with us, or having her money returned in order to have the work completed elsewhereOn Oct4th, the customer called requesting to have her money returned on her cardThe card number was given over the phone and returned to the account on Oct4th, at 1:01pmThe refund has been verified by City Glass’ payment systemsA receipt was emailed to the customer minutes after the refund had been madeThe customer continued to call for the days after claiming the money had not reached her account, so City Glass made many phone calls to our payment processing center and bank to verify that everything went through correctlyCity Glass advised the customer to call her bank associated with the card used for the refund, to see if there was a problem; the customer expressed her extreme unwillingness to call her bank multiple times
On Oct17th the customer called City Glass to claim the money was still not on her card and continued to be unwilling to call her bankCity Glass then requested the name of the bank and customer service number on the back of the customers card, so that she could verify the transaction for the customerCity Glass spoke with Raul on September 17th at 12:17pm, a customer service representative for Direct Express SSI, whom stated that the customer is more than welcome to call him so he can verify to her that the money was indeed posted to her account, and he would be able to provide her with a confirmation number, date, and time that the money was received back to her accountCity Glass then called the customer at 12:21pm, and walked her through the steps for calling the customer service number and speaking to the appropriate representative that can give her the correct information regarding the refund that was undoubtedly processed and accepted
Thank you for your time,
Lauren F*
*** Manager
City Glass and Upholstery

Complaint: [redacted]I am rejecting this response because: after waiting weeks to discover out that I had to contact bank it was frustrating and untimely. City glass took one hundred dollars and told me days/wks that my money was on my card. I did not refuse to call my bank, it was not my job to look for my funds especially when they took the money, they should return the money, it is not my job to search out money that I had no idea where it was. Once they did speak with Direct Express they did tell me but weeks after the fact, who does that?? Not any company Ive ever worked with and it does not matter if we, both consumer and business rescheduled the work, the point is when I did drop off the car for 24 hours the work still did not get done, who does that??? I am not only disappointed in the work not done but now that they found the money there is a long process that I have to do and it could take up to 45 days for the money to get back on the card. She Lauren makes it sound like it's easy and moneys there, no now I am dealing with paperwork sending to me and back to bank, so its the companies fault, they should have fixed the windshield when the car was dropped off and I would not be dealing with all this! And it is the companies job to get funds back, they put it on me in the end, this was weeks ago.Sincerely,[redacted]